Is there a way to report on who first handled an Incident ?

[Marty2]

As part of my role in a Service centre I would like to be able to understand which agents first handled an incident and when they come in via self service and see how they handled the incident at first point of contact to be able to identify how we can improve our first response and identify where our agents need more support. 

On incidents generated over the phone i can do this because i can use the opened by field to identify who dealt with the incident first , however on self service incidents the incident is opened by the customer and currently I am unable to distinguish who the first agent to handle the incident was and can only see who the last person to update incident was when it may have been escalated to a different tier of support which doesn't really help me with supporting our front line agents.  

Does anyone know if there is a good way of identifying this using reportings

Thanks

[AshishKM]

Hi @Marty2 , 

Yes you can create metric definitation [metric_definition]over incident table with filter condition when state changes from New to In-Progress AND assigned to is not empty. Metric definitation will create a record in metric_instance table and you can create report on that.

-Thanks,

AshishKM

[Marty2]

Thank you

[Brian Bouchard]

There may be a better way to do this, but you could add a new reference field, pointing to the User table, named something like 'First Assignee.'  Then when the Assigned to changes from empty to a name, use a Business Rule to update the 'First Assignee' field.

[Marty2]

thanks Brian